TAC User Guide Call Center

Transcription

1 2011 TAC User Guide Call Center TAC with a PNR The guide is Step by Step instructions on how to request approval for a TAC with a PNR from the Siebel TAC Call Center application. Marcie De La Pena American Airlines 11/30/2011

2 Once you feel comfortable with these steps you can go directly to the TAC Call Center ( by clicking one of the links or TAC Portal ( For more detailed information on a step, click on the step name and it will take you to the page in the document that details that step. Getting Started Yes No TAC Landing Page Are you on the TAC Landing Page? Go to Step 1 Go to Note: You must have a JetNet login to continue. Step 1 - Requestor Access Do you have access to The Siebel TAC Call Center? Go to Step 2 Click on "How do I Request Access" link on the TAC landing page and follow instructions. Step 2 - Authorizer Access Does your Authorizer have access to The Siebel TAC Call Center? Go to Step 2a Click on "How do I Request Access" link on the TAC landing page and follow instructions. Is your Authorizer in the list of "Approver Emp Num"? Include in the above that they need to be an approver. Note: it is required the Emp# is 8 digits long, so you need to enter "0"s in front of the employee number. Step 2a Authorizer in Vision Has the authorizer approved TACs previously? Go to Step 3 They will need to be in Vision. Go to the link complete the form and [Submit]. Note: Be sure to select box "TAC Authorizer" 2 P age

3 Note: Steps 3 and 4 are only for those users that do not have an ARC/IATA number or a CART/Corp ID. Yes No Step 3 - Organization Number. Do you have an Organization Number? You can search for an existing organization by clicking on the "Organization Lookup" Icon on the "TAC Request - Open" link on the "TAC Mgmt" tab -. This will take you to a different page. Go to Step 4 Go to the TAC Siebel Call Center - Click on the "TAC Mgmt" tab. Click on the "TAC Entity" Link. Select Entity Type - Organization Number Request. Fill out all the information and [Submit]. You will get a popup that your request has been sent. You will receive an within one business day with your organization number. Step 4 Event ID Do you have an Event ID? Note: You can search for an existing Event by clicking on the "Event Lookup" Icon on the "TAC Request - Open" link on the "TAC Mgmt" tab -. This will take you to a different page. Go to Step 5 Go to the TAC Siebel Call Center - Click on the "TAC Mgmt" tab. Click on the "TAC Entity" Link. Select Entity Type - Event ID Request. Fill out all the information and [Submit]. You will get a popup that your request has been sent. Note: You will receive an within one business day with your Event ID. Step 5 Build a PNR Do you have the PNR/s/ built for this event? Go to Step 6 If you do not know how to build a PNR call TRC at during regular business hours. Step 6 Request Approval RefID Do you have an Approval RefID? Go to Step 7 From the TAC Landing page: fill out the Request a TAC form either in the TAC Portal Application Or in the TAC Call Center Application Step 7 Approved Ref ID Has the request been approved? Go to Step 8 Wait for an with confirmation of approval. 3 P age

4 Step 8 PsMobile TAC Request Have you submitted the TAC with PNR on PSMobile? Note: PNR must be complete in order for TRC to process. Yes No Go to PSMobile to fill out the form. Note: You will be required to enter the Approval RefID when filling out the form 4 P age

5 TAC Landing Page 5 P age

6 How to get an Organization Number Find existing Organization Number From the TAC Call center TAC Mgmt tab, click on the [New] button. Scroll down to the TAC Request Information section and click on the Organization Lookup icon. This will take you to a new internet page, example below. 6 P age

7 For example: If you enter Ranger in the Partial Name field and then click [Submit]. You get a list of all organizations with the letters ranger in the name. To narrow down your request, by adding more letters or selecting a state from the State Code dropdown and/or enter a three letter city code in the City Code field before submitting the request. 7 P age

8 Create a new Organization Number Go to the TAC Call Center application Select the TAC Mgmt tab. Click on the TAC Entity link, this will take you to a different page. TAC Entity Page Click on the Entity Type Dropdown and Select Organization Number Request 8 P age

9 Enter all the fields and [Submit] The following message will display, click [OK]. Once the Organization Nbr has been created you will receive an from Tac Administrator, with subject line of FW: Request for creation of Organization 9 P age

10 How to get a Event ID Find existing Event Number From the TAC Call center TAC Mgmt tab, click on the [New] button. Scroll down to the TAC Request Information section and click on the Event Lookup icon. This will take you to a new internet page, example below. 10 P age

11 For example: If you enter 2011 in the Partial Event Name field and then click [Submit], You get a list of all events with the letters 2011 in the name. To narrow down your request, by adding more letters or selecting a date from the Event Date calendar or enter a date on both the Event Date calendar and Event Date Range calendar. 11 P age

12 Create a new Event Number Go to the TAC Call Center application Select the TAC Mgmt tab. Click on the TAC Entity link, this will take you to a different page. TAC Entity Page Click on the Entity Type Dropdown and Select Event ID Request 12 P age

13 Enter all the fields needed Organization Number Purpose or Name of Event Destination 1 Class 1 Quantity 1 And then [Submit] The following message will display, click OK. Once the Event ID has been created you will receive an from Tac Administrator, with subject line of RE: Request for creation of Event 13 P age

14 How to Request Approval Ref ID Once you are on the call center application, click on the [TAC Mgmt] tab. Note: the tabs shown on the picture below may not be the same on your page. The tabs are based on the person that is logged in. Click on the TAC Requests- Open link. This will show all the Award Letter/TAC requests started but have not been submitted for approval. To create a new Award Letter/TAC, click on the [New] label. This will create a new record on your list of TAC Requests list with a unique Ref ID. Scroll down on the page and under TAC Request Information the request has been pre- populated with fields based on the user that is logged in. 14 P age

15 On the Type dropdown, select TAC with PNR On the Recipient dropdown If you are requesting the TAC for an Event with an Organization number, select Organization. If you are requesting the TAC for a Travel Agency or Corporation, select Agency. 15 P age

16 Scroll down to fill in the remaining TAC Request Information. Left side of the form - The Requestor field - Defaults to the user that is signed in. The Effective Date field - Defaults to the date the TAC request was initialized. If the TAC is for a Promotion, it can be changed up to 90 days from the day the TAC is issued. The Tracking Id field - Defaults to the user logged in address. This is where the approval request and approval confirmation is sent. Note: If the is blank send an to Tech Support, using the link on the landing page. The PNR Number field- Is not required you can leave it blank. But it will help if ever want to do a search by PNR. If you have several PNRs associated with the event you do not have to enter separate approval requests for each PNR. You will enter the PNRs in the PsMobile application. The Ref ID field is the approval ID used though the life cycle of this request. 16 P age

17 The Status field defaults to Open. The Requestor Group field- click on the drop down, select a group or leave blank. The Manual Assignment field defaults to Y, leave as is. The Approver Emp Num field enter the employee number (must be 8 digits, add leading zeros) or click on the box to search for approver. The Approver Id field will default from the approver emp num entered. If it is blank do not submit the request and send an to the help desk to add the address for this approver. The Charged Station and Charged Branch fields type in the 4 digit station and 4 digit branch that is to be charged for this TAC request. This must be valid or the TAC will not be processed. The Quantity and $ Value fields - will pre- populate based on the information entered in the TAC Travel Details below. 17 P age

18 Middle section of the form - The Req Dt field - Defaults to the date the TAC request was initialed. The Reason field- Click on the search box and select the reason for requesting a TAC approval. The Proc Fee Waived field- click on the drop down and select if you are waiving the processing fee, YES or NO. The NA only applies to the Agency Incentive reason. The Preferred Passenger field - click on the drop down and select N. If it is a preferred passenger you will need to go to PSMobile and fill out the form. This is for Promo awards only. The AN Number and Contract Number fields are not required and cannot be entered unless you have selected Reason GROUP EARNED. The Corp Name and Corp Id (CART) fields are not required and can only be entered if you have selected BSD - NON AGENT, CONTRIBUTION/NON- PROFIT, CORPORATE INCENTIVE, or FAMILIARIZATION TRIP as the Reason. 18 P age

19 Right side of the form - Organization Recipient The Term field - Defaults to 12 and is the number of months the TAC is valid from the issue date. The Organization Number field- Type in the organization number. The field is not required you can leave it blank. If entered, it will help you if you ever want to do a search for all request submitted for an organization. The Organization Name type the Organization name, the field is not required you can leave it blank. If entered, it will help you if you ever want to do a search for all requests submitted for an organization number. The Event Number field- Type in the Event number. This is not a required field unless you selected BARTER, BUSINESS TRAVEL, CONTRIBUTION/NON- PROFIT, or PROMOTION as the Reason. The Event Name field can be left blank. If entered, it will help if you ever want to do a search for all requests submitted for an organization number. The Description field is optional and can be left blank. Note: Do not [Submit] at this time the TAC Travel Details section still needs to be filled out. See page P age

20 Note: Only the first 10 reason types are displayed you will need to click on next to see the last P age

21 Right side of the form - Agency Recipient On the Recipient dropdown, if you selected Agency, the left side of the form will have different fields. The ARC Number and Agency Name fields are not required and can only be entered if you have selected Agency as the Recipient and selected AGENCY INCENTIVE, BSD - AGENT, BSD - NON AGENT, CONTRIBUTION/NON- PROFIT, or FAMILIARIZATION TRIP as the Reason. The PNR Number field- Is not required you can leave it blank. But it will help if ever want to do a search by PNR. If you have several PNRs associated with the event you do not have to enter separate approval requests for each PNR. You will enter the PNRs in the PsMobile application. Note: do not [Submit] as this time the TAC Travel Details section still needs to be filled- see next page. 21 P age

22 Lower section of the form TAC Travel Details Click on the [New] label to add the Geo Code, Class, and Quantity. The form will expand to show the fields that need to be filled. The Geo Code field- Click on the search box, a popup will be displayed, select the destination and click [Ok]. The Class field- Select the cabin class the PNR is to be booked in. The Quantity field- enter the total number of TACs to be issued for the Geo Code and Class entered. Or click on the calculator icon and select the number and save. The $ Value field- will pre- populate with value based on Geo code, class, and quantity entered. 22 P age

23 Notice a new line is added to the TAC Travel Details section and the Quantity and $ Value fields of the TAC Request Details section are populated. To add additional travel details click on the [New] button again. For example for the event you have contractors coming in from North America and contractors coming in from Europe. Click on the [Save] button to save the information entered. Notice now you have two lines and the quantity and $ Value fields changed. 23 P age

24 Scroll back up to the top of the form and click [Submit]. 24 P age

25 Your approver will get an with the TAC Request Ref Id that needs to be approved. 25 P age

26 Approved/Rejected TAC Request Once approved or rejected you will receive an see examples below. 26 P age

27 To see if it has been approved or rejected go the Call Center home page, under the TAC Mgmt tab, click on the TAC Request List link. The Status will be set to Submitted until the request has been Approved or Rejected. 27 P age

28 PsMobile TAC Request Now that the TAC has been approved go to PsMobile and fill out the form Award TAC Requests for the TAC to be processed. On the Award Request field click on the drop down and select TAC WITH PNR. On the Approval Code field enter the Approval Ref ID and then click on [Next]. 28 P age

29 Next page - All of these fields are pre- populated from the information entered in the Siebel TAC approval form. Note: Any errors or invalid data will not allow you to continue to the next page. The Destination/Class field is pre- populated from the approval form. If there are more than one in the drop down you will need to select one. The Specific Routing field is optional. The Quantity to Issue field is the number of passengers in the PNR. Once you have selected the Destination/class and entered the quantity, click [Next]. 29 P age

30 Next page - Enter the First Name and Last Name of the passengers. Only the first one is required. Enter the PNR with the NAM COACH travel. If you entered a PNR in the TAC Siebel form it is pre- populated. Enter the address where the e- voucher is being sent. And [Submit] to send your request. The following will display at the bottom of the page if successful. And you will get an with the following subject line. 30 P age

31 Example of the Confirmation of the request: 31 P age

32 The PNR will be added to TRC s queue. TRC works the queue during regular business hours. If the PNR does not have fees TRC will process the TAC and it will be ticketed. The invoice/ticket is ed to the entered in the PSMobile form. In this example the PNR will be processed. BASE FARE TAXES TOTAL 1- USD0.00 USD0.00ADT TTL ADT-01 T/PRONAM DFW AA BWI0.00T/PRONAM AA DFW0.00T/PRONAM 0.00 END VALID AA/TW/ VOID IF SLD/PURCHSD OR BRTRD 0 ADV MILES ELECTRONIC TICKETING ELIGIBLE Do the same for the EUR travelers 32 P age

33 33 P age

34 Enter the First Name and Last Name of the passengers. Only the first one is required. Enter the PNR with the EUR Business travel. If you entered a PNR in the TAC Siebel form it is pre- populated. Enter the address where the e- voucher is being sent. Click [Submit] to send your request. The following will display at the bottom of the page. And you will get an with the following subject line. 34 P age

35 You have a new reference number but the same Approval code/id. 35 P age

36 Example of the Confirmation of the request: TRC works the queue during regular business hours. If the PNR does not have fees TRC will process the TAC and it will be ticketed. The invoice/ticket is ed to the entered in the PSMobile form. In this example the PNR will NOT be processed until someone calls with a credit card for the taxes. PQ 1 Q/PROEUR PRICE QUOTE RECORD - DETAILS BASE FARE EQUIV AMT TAXES TOTAL GBP0.00 USD XT USD259.40ADT XT 5.50YC 7.00XY 5.00XA GB 49.20UB ADT-01 U/PROEUR T/PROEUR U/PROEUR LON AA X/NYC0.00U/PROEUR AA WAS0.00T/PROEUR AA X/RDU0.00T /PROEUR AA LON0.00U/PROEUR NUC0.00END ROE VALID AA/TW/ VOID IF SLD/PURCHSD OR BRTRD 0 ADV MILES 01 O LHR AA 101U 10DEC 1215P U/PROEUR 02 X JFK AA 4410T 10DEC 500P T/PROEUR 03 O DCA AA 4481T 13DEC 425P T/PROEUR 04 X RDU AA 174U 13DEC 605P U/PROEUR LHR HDQ HDQ 8I /17NOV STATUS-ACTIVE PRICE-SYS 36 P age

37 Add Manager to Vision In addition to selecting the New Employee or Update Employee Information, check the box for For TAC Purposes. Fill out the rest of the form and [Submit] 37 P age